A Case Study on

Assessing the Readiness

of Professional Services
Company to Build an
Organizational Memory
Information System
Introduction

The professional services (PS) division of an IT Company “CITE”2 in Egypt was

suffering from knowledge loss due to a high turnover rate. The objective of this
case is to highlight the factors that could help “CITE” to develop an efficient
OMIS service.
 BACKGROUND
“CITE” is one of the main players in the IT market worldwide, with a large
portfolioof products and services, including
-Hardware
-Software
-Services
 BACKGROUND
“CITE” is one of the main players in the IT market worldwide, with a large
portfolioof products and services, including
-Hardware
-Software
-Services
 SETTING THE STAGE

PS knowledge is as complex and difficult to manage as any other knowledge

domain of interest to organizations, and effective management of PS knowledge
means meeting a variety of challenges.
CURRENT CHALLENGES FACING “CITE”

● Training
- Training has never been managed in the right way from an OMIS perspective.
- all employees have never been trained on how to share knowledge by making it
available to colleagues.

● Management of OMIS
- there is no single owner of the OMIS management
- lack of content in some specific areas such as integration with other vendors’
products.
CURRENT CHALLENGES FACING “CITE”
● Communication
- the lack of communication between the owners of the different Web sites from one
side and the PS consultants delivering services to customers in the field on the other
side

● Technology
- lacks a high level of search granularity

● Corporate Culture
- the company has no defined strategy or any type of mechanism that encourages its
employees to share their personal tacit knowledge
RECOMMENDATIONS

● Create a Chief Knowledge Officer Position

● Develop Specialized Training Programs on OMIS
● Shift the Corporate Culture
● Develop a Communication Mechanism Between the PS Consultants and the
Content Owners
● Enhance the Existing OMIS Technical Resources